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Fair and responsible banking

Underpinning everything we do is a commitment to fair and responsible banking. We're focused on keeping pace with the expectations of our customers, employees and the wider community, while behaving fairly and responsibly and maintaining high standards of conduct.


Focus areas

Vulnerable customers

We are committed to supporting customers experiencing vulnerability and ensuring our products and services are accessible and inclusive. Our commitment aligns to our strategic focus on improving financial wellbeing and the expectations of our regulators, customers and the community. In 2021, we developed our customer vulnerability framework, and we continue to build our employee capabilities to better identify and support customers experiencing vulnerability.

See more on customer vulnerability

Banking Code of Practice

We are a signatory to the Australian Banking Association's Banking Code of Practice. The Code sets a high standard of customer service for Australia's banks. By adopting the Code, we are making a strong commitment to ethical and transparent behaviour, responsible practices and greater protections for our customers.

See more on Banking Code of Practice

The Banking Royal Commission recommendations and ANZ's actions

In response to The Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry, we announced 16 commitments in February 2019. They respond to a number of Commissioner Hayne's recommendations and comments and were made to improve the treatment of retail customers, small businesses and farmers across Australia. 

Implementation of The Royal Commission recommendations and customer remediation 

On 9 September 2021, we published an update on the implementation of the recommendations of the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry. It also provides a summary of our remediation work to date.

ANZ Royal Commission commitment update (PDF 1.25MB)

ANZ's 2021 Environment, Social and Governance (ESG) Supplement

This report provides detailed information on ANZ's sustainability performance and challenges. In response to stakeholder feedback, for the first time, we're releasing our ESG Supplement at the same time as the Annual Report.

2021 ESG Supplement (PDF 10.1MB)


2021 ESG Supplement

Detailed information on ANZ's sustainability performance and challenges. Released 27 October 2021.

PDF 10.1MB

2021 Half-Year ESG Targets Update

Half-yearly report on progress against key sustainability targets. Released 27 October 2021.

PDF 378kB

2021 Environmental Performance Report

The 2021 Annual GHG Emissions and Carbon Offset Data Assurance Statement details our global carbon offset data, done by KPMG. Released 27 October 2021.

PDF 289kB